Summary
To deliver great customer service and work well with the team to create a friendly, warm and welcoming environment with the key aim of ensuring our customers enjoy a great service, that they revisit us and recommend us to their colleagues, family and friends. Level 2 apprenticeship.
Wage
£11,648 a year
Travel pass available (subject to requirements).
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm. Potentially some evening / weekend work to cover special events.
35 hours a week
Possible start date
Saturday 1 March
Duration
1 year
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
Deliver excellent customer service, at all times by:
* Giving every visitor and customer a friendly welcome when they enter the premises
* Check all booking requirements and set the room up according to the hirers needs
* Meeting and greeting the person responsible hiring the premises to make sure that the room is set up to requirements stated on the booking form
* Act as a point of contact throughout the hire period, answer any queries and ensure any customer queries and complaints quickly and professionally
* Going through the fire procedures and inform customers if there is an expected fire drill that day and inform them of the procedures
* Checking the booked refreshments exact numbers for these and inform the kitchen staff of the set times for the day events including any buffet orders
* Making sure that all areas where refreshments are to be served are set out in the correct manner and are clean and presentable
* Assist in setting up and down rooms down for events and storing all equipment / furniture in the relevant places including technical equipment
* Valuing our customers by engaging them in appropriate conversation and making them feel welcome
* Making sure that every hirer is sent a customer satisfaction survey to complete
* Reporting any defects or other issues to the rooms to your line manager
* Take pride to ensure the front reception and other areas of use by hirers are clean and tidy at all times
* Taking telephone calls in a professional manner ensuring calls are directed appropriately and messages taken in a professional manner
* Work with the team to undertake marketing for events - this will include designing and distributing leaflets as well as updating social media and our website (training will be provided)
Where you’ll work
Brasshouse Lane Community Centre
Brasshouse Lane
Smethwick
B66 1BA
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
LIFETIME TRAINING GROUP LIMITED
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
As well as working towards a Level 2 qualification in Customer Service you will learn job-specific skills from experienced colleagues. You will be required to spend 20% of your week working towards your qualification.
Training schedule has yet to be agreed. Details will be made available at a later date.
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade 9-4 (A-C))
* Maths (grade 9-4 (A-C))
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Presentation skills
* Team working
* Initiative
* Patience
* Flexible approach
* Self motivated
* Good listening skills
* Good time management
* Able to prioritise
* Maintain confidentiality
* Reliable
Other requirements
To ensure all Fire, Health & Safety & Food Safety Regulations are adhered to. Attending any training sessions necessary to keep you updated on new legislation and ensuring compliance with all current legal requirements. To support the team by helping out others when required and be involved in and contribute at team meetings.